Technical Account Manager

Job description

Job ID 1030298 Date posted 9/14/2018 Primary Location Alpharetta, Georgia, United States Job Category Services Schedule Full time Shift No shift premium (United States of America)

Are you looking for a technical account management gig? What if it could be with one of the most impactful IT companies in the world?

At Hewlett Packard Enterprise (HPE), we bring together the brightest minds to create breakthrough technology solutions that advance the way people live and work. Our legacy inspires us as we forge ahead, focused and dedicated to helping our customers make their mark on the world.

What sets us apart? Our people. Our people’s relentless commitment to partner, innovate, and act.

If solving the world’s biggest technology challenges sounds like the right career path for you, read on.

About the Technical Account Manager (TAM)

HPE Pointnext Customer Solution Center is currently seeking highly qualified and motivated individuals for a Technical Account Manager role in Alpharetta, GA. No relocation assistance available.

As the Technical Account Manager (TAM), your primary role is to deliver proactive services and to provide technical advocacy to Pointnext Technical Support Services customers, so you will have a strong technical aptitude for identifying and proactively preventing problems. You are a valued technical resource to customers, peers, and all members of the HPE Account Team.

In this role, you will:

·  act as the customer’s advocate and technical focal point for the ongoing support of their IT environment
·  monitor cases and analyze customers’ systems
·  help facilitate meetings and collaborate with other groups
·  collect / analyze data logs and generate reports

Position will include occasional travel to customer sites, typically 1-3 times per year, based on the needs of the business.

You will be responsible for working shifts between the hours of 8 am and 8 pm, Monday through Friday, to align with customers across various US time zones.

You may also be required to go through a customer's background check and fingerprinting for a site access badge.

TAMs are typically experts in one or more of the defined HPE Pointnext Technical Support Services portfolio. Acting as a partner with your Proactive Service Customers, you will develop and maintain an in-depth understanding of the customers’ environments from both a technical and operational level, or may work as part of a team providing pooled support via Proactive Care and Lifecycle Event Services (LES).

In the event of a customer satisfaction issue, you will use your very strong verbal and written communication skills and partner as needed with appropriate Global Shared Delivery resources to ensure resolution. You will work closely with customers to create long-lasting relationships, creating customers for life.

You’ll have opportunity to work on the products we deliver and support, while gaining experience as a Technical Account Manager, which can lead to future careers within HPE.

HPE Pointnext: exceptional people supporting business technology in action. Pointnext is made up of talented professionals who bring the technical insight, process excellence, and resource flexibility to help customers drive business outcomes through optimization of their data centers and other technology operations.  At Pointnext, we know relationships and people matter--and our people and our services create a powerhouse solution designed to solve our customers' most challenging IT problems.

Education and Experience Required

​

·  Bachelor’s or Associate's degree (in a technical field ideal) andVocational degree (technical field strongly preferred) or high school diploma,
·  Strong technical acumen
·  1-4 years relevant work experience

Technical Skills Required

·  Experience troubleshooting in a technical environment
·  Strong depth of knowledge across one or more key technologies of server, storage, and/or networking strongly preferred
·  Experience with and understanding of:
·  Hardware replacement
·  Firmware upgrades
·  Installing patches
·  Software and hardware knowledge of computing, storage, and peripheral devices
·  Advanced proficiency with case management databases and tools preferred
·  Intermediate level knowledge in Converged Infrastructure and Management Tools
·  Strong understanding of technical IT support, as well as basic project management skills
·  Operating System (OS) knowledge: Windows, Linux or Unix

Knowledge and Skills Required:

·  Strong analytical problem-solving skills  
·  Ability to build and maintain ongoing relationships with customers, peers, and support partners
·  Ability to perform well in high-pressure situations
·  Ability to work independently and be self-disciplined
·  Proficient with Microsoft Office products ( Excel, PowerPoint and Word) Superior verbal and written communication and listening skills
·  Ability to analyze trends and make customer solution-oriented recommendations
·  Ability to make decisions to enhance the customer’s support experience
·  Superior customer service skills
·  Phone and remote support experience
·  E-support experience and knowledge
·  Excellent planning and organization skills
·  Strong time management and prioritization skills
·  Self-motivated and ability to work independently
·  Previous customer service and support experience

Knowledge and Skills Preferred

·  Knowledge of HPE StorageWorks Library and Tape Tools
·  Analytics, Trend analysis experience a plus
·  Additional OS knowledge ideal: HPUX, Linux, Tru64, VMware, Netware
·  Knowledge of data storage, storage devices (hard drives) and RAID levels

Thanks for taking the time to review our job! If you think it is a match to your experience and interests, please apply today—we are eager to learn more about you! If you know a friend who may be a fit for the job, please refer them.

If you are seeing this job posting somewhere other than the HPE Careers website, you may apply by following these instructions:

Log onto  www.hpe.com/jobs Sign in, or create and confirm an account Click “Search Jobs”, then enter job number – 1025628 Complete full application process

Hewlett Packard Enterprise Values

·  Partnership first: We believe in the power of collaboration - building long term relationships with our customers, our partners and each other
·  Bias for action: We never sit still - we take advantage of every opportunity
·  Innovators at heart: We are driven to innovate - creating both practical and breakthrough advancements

What do we offer?

Extensive social benefits, flexible working hours, a competitive salary and shared values, make Hewlett Packard Enterprise one of the world´s most attractive employers. At HPE our goal is to provide equal opportunities, work-life balance, and constantly evolving career opportunities.

If you are looking for challenges in a pleasant and international work environment, then we definitely want to hear from you. below, or directly via our Careers Portal at www.hpe.com/careers

About HPE Pointnext Customer Solution Center (CSC)

For HPE’s Customer Solution Center, the customer is at the center of everything we do. 

From Warranty to Datacenter Care, we support our customers and help them accelerate their business. Our award-winning centers support 18 languages in more than 100 countries, ensuring our customers always have the support they need.  Our focus on the customer, coupled with our drive for the highest quality and constant innovation, create a center where we can build Customers for Life.

The CSC’s highly skilled technical teams help our customers through every stage of the new style of business, powered by IT. We provide remote (offsite) service and support; customer access; pre-sales, post-sales, and service delivery. Our technical teams focus on solving a variety of complex business system and application problems for customers, onsite engineering teams, and Authorized Service Providers on standard, specialized or highly complex systems.

Our goal is to provide a superior customer experience that is unmatched in the industry, giving our Customers the winning edge to accelerate their success.

About HPE Pointnext

HPE Pointnext is a global service provider and business integrator delivering solutions with speed, power, precision, and passion.  HPE is responsible for the development and delivery of the IT infrastructure solutions at the core of the world’s largest and fastest growing organizations, which includes servers, storage, networking, technology services, converged data center infrastructure, Telco and cloud solutions. As part of HPE, Pointnext provides world-class support and consulting services for Hewlett Packard Enterprise products and solutions. 

Pointnext assists clients in realigning their IT strategies and making the best use of technology to create or capitalize on business opportunities. We offer onsite services, Internet and global technology solutions to multi-site, multi-national businesses, including manufacturing, telecom, automotive, energy, financial services, and other key industries.  Services range from warranty and product support to proactive mission-critical and business continuity services, deployment and performance services, security, and integrated support for complex multi-vendor environments.

About Hewlett Packard Enterprise

Tomorrow belongs to the fast, and Hewlett Packard Enterprise is in the acceleration business!

To help companies accelerate, we’ve created a new company, one that defines transformation—and defies “business as usual”. In the fast-paced, quick-release environment of the future, you need to be constantly ready for change, be resourceful, and be highly adaptable to the ever-changing business landscape.

HPE is an industry leading technology company that enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.

Hewlett Packard Enterprise is not only the company best equipped to build a bridge from where enterprise IT is today, to where it needs to be, but HPE is also an incredible place to build a career. As the only company that brings it all—software, hardware, services, and talented people with the right mindset—we help organizations innovate, stay competitive, and quickly turn ideas into value.

Please note the above statements describe the general nature and level of work only. They are not a complete list of all required responsibilities, duties and skills. Other duties may be added, or this description amended at any time.

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities. HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.